This was inspired partly by the great post by Doug Hanna from ServiceUntitled.com at theWHIR and because I wanted to point on some of the customer service’s problems or issues, if I can say it.

OK, lets start from the bottom - you have a web based company offering any kind of service. You need to provide assistance for 200+ customers per day. So you better have a department specialized in customer care and sales. Of course most companies have divided those two as they involve different approach and knowledge from one side and variety of skills that can be compiled very hard (and probably its not profitable).

Doug speaks about something that combines all the positive virtues of a person taking care of a thing that is not his - providing third parties with services or help on any matter. He says that “Accountability is one of the buzzwords used by customer service experts to describe some of the finer points of their process.”

Then he describes the different points of understanding and the content of the word and what are the best techniques to make it work for your business.

But I think that there is something more in terms of what is the best way to educate your employees in working with clients.

Make them think they are part of the family.

What is that mean - you need to make sure the people who work for you are 100% dedicated in what they do during the work hours (and probably off work time too). Make them to feel your business is their business. Show them enough respect and appreciation.

Always consider any prizes and rewards in the end of the year or for their vacations. Try to speak personally with them or at least assign someone to do that (different from their supervisor). Make them believe their contribution for the company is big and their work will benefit both The Boss (you) and them.

Teach them to respect your customers. Never let them believe the customer is right even if you are telling them to do the opposite.

What can you achieve with this?

The accountability that Doug Hanna talks about on a first place - this speaks good for the work outcome of your customer service representatives and the quality of the services you are trying to provide.

What else -  you can encourage your employees to take part of any surveys that you may post latter on the blog of your website or just send it as press release. This will show you care of the job you do and the customers you provide help to.

Publishing this stuff meant to be used for internal purposes only will say something further to both your customers and rivals - you are honest and transparent - something very crucial in nowadays world of providing services.

In the end - all this combined makes one word I think the best describes the value of the customer service - Integrity. It is mostly used as the most important ingredient of the modern democratic institutions and public services and the way the administrations are working. But having it transfered in the Internet field it can fulfill the same mission - provision of quality service based on moder business model and and progressive reflections and warranty against non-sustainable development of any business environment.

While I am reading different blog posts and views of site owners, bloggers and industry specialists I started to think about the nature of loyalty. What makes one business reliable enough and trusting so you can have a natural number of loyal clients (or readers of you are blogger)?

Always keep in touch with them - it does not matter if you sell products or offer free tips to your audience.

Always try to use their recommendations -this makes the informational tunnel two-sided.

Always try to give away something - does not matter if its product or not, just be grateful.

Never let down your business strategy - this will mean letting down your clients and partners.

Always improve the products you sell or information you give - this shows you are still “alive” and on track.

OK, so far so good. Then you will need to make sure all this is appreciated and you still have customers or readers. People stay loyal for several reasons - they like the service you provide, you have low prices, they are scared to move away as they got used to your services, you showed you care about them.

But you are not the only one, there are a lot of business out there that try to get your clients. If you cannot get in personal touch, you can always find other ways to remind them you are still there and “you get what you pay for” has added value.

In most cases it is very hard to determine the loyalty - but what people like is to be heard. Then give your people a place or a way to express them selves, to give you an opinion, to make recommendation. It may be good for the business as people have different point of view and you may find (and you will) something useful. Then return the free advice, make a favor, make a gift. Make your customers happy, provide them with free service or goods.

Please, feel free to tell me what do you think